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Revenue Assurance Maturity Model - By Youssef Skalli - During iCompetences FRR2013

Revenue Assurance Maturity Model - By Youssef Skalli - During iCompetences FRR2013

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Published by Farid Yandouz
Fraud, Revenue Assurance, and Risk Management are becoming critical to telecom operators especially in a very challenging business environment where competitive pressure, uncertain economy, and revenue leakage are getting very intensified. The International Conference 'Telecom Fraud, Revenue Assurance & Risk Management' produced and organized by iCompetences is a unique opportunity for networking and sharing best practices around new trends and challenges faced by telecom operators in the prevention of fraud in their telecom networks and deployment Revenue Assurance and Risk Management processes.

More information at: www.iCompetences.com and www.FRRConference.com

This conference is being organized each year (June)
Fraud, Revenue Assurance, and Risk Management are becoming critical to telecom operators especially in a very challenging business environment where competitive pressure, uncertain economy, and revenue leakage are getting very intensified. The International Conference 'Telecom Fraud, Revenue Assurance & Risk Management' produced and organized by iCompetences is a unique opportunity for networking and sharing best practices around new trends and challenges faced by telecom operators in the prevention of fraud in their telecom networks and deployment Revenue Assurance and Risk Management processes.

More information at: www.iCompetences.com and www.FRRConference.com

This conference is being organized each year (June)

More info:

Published by: Farid Yandouz on Jun 23, 2013
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04/20/2015

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Revenue Assurance Maturity Model Update Catalyst

FRR, June 7th 2013

© 2013 TM Forum | 1
V2013.3

Summary
§  Introduction to GB-941-B §  Why update the current model? §  How it is updated? §  Results

© 2013 TM Forum | 2
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Defitions
§  TM Forum: A 25 years old global non profit industry

(telecommunications) association: Operators, providers: services, solutions, network… (900 Companies in 195 countries) its members with creating and delivering profitable services. These include industry research and benchmarks, technology roadmaps, best-practice guidebooks, software standards and interfaces, as well as certified training, conferences and publications.

§  TM Forum mission: provides information and support to help

© 2013 TM Forum | 3
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Defitions
§  GB-941 : Guidebook for Revenue Assurance based on SID
(Shared Information Data) and eTOM (enhanced Telecom Operations Map) models:
q  q  q  q  q 

GB941-A : KPI Metrics Workbook Instruction Booklet GB941-B : Revenue Assurance Maturity Model GB941-C : Revenue Assurance RFx Guidelines GB941-D : Revenue Leakage Framework and Examples GB941-E : Revenue Assurance Controls and Coverage Model

© 2013 TM Forum | 4
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GB941-B

© 2013 TM Forum | 5
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RA Maturity Model (RAMM)
§  Widely used by the industry §  A blueprint to improve RA operations §  Internal and external benchmarking

Use of RA Best Practices Documents by TM Forum Members
20 Respondents, 180 Indications less 38 N/A = 142

(16)
100%

(16) 56%

(16) 44%

(16) 44% 38% 19%
GB941-E [1]

(16) 38% 44% 19%
GB941-D

(16) 31% 50% 19%
GB941-A (RASK)

(16) 38% 38% 25%
GB941-E [3]

(15) 40% 33% 27%
GB941-E [2]

(15) 20% 47% 33%
GB941-C RFX

63%

31%
0%

38% 6%
GB941 Guidebook

44% 13%
TR131

6%
GB941-B (RAMM)

Not familiar with it and not using it

Familiar with it but not using it

Familiar with it and using it

© 2013 TM Forum | 6
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TM Forum’s RA Maturity Model

5.

Continuous improvement via feedback. Decentralized ownership, central control Leakage quantitatively understood and controlled Standardized approach developed. Designing-in control commences Basic project/process management. Repeatable tasks Ad-hoc, chaotic. Dependent on individual heroics
Repeatable

Optimizing

5

4. 3.

Managed

4

Defined

3

2.

2

1.

Initial

1

7
© 2013 TM Forum | 7
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Drivers
§  The Revenue Assurance Maturity Model (GB-941-B), §  Things have changed in the past 6 years
q  q 

created 6 years ago, is widely accepted and used by many CSPs
CSPs introduced new Cloud and Digital Services RA discipline advances toward proactive and risk-management based approach New measuring and methodologies introduced in GB-941 A (KPIs), E (Risk), & F (Impact) - are not reflected in GB941B

q 

© 2013 TM Forum | 8
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Goals
§  Updating the Revenue Assurance Guidebook (RA-GB941-B) §  Aligning with the latest advancements in the RA discipline
(i.e. risk management based approach)

§  Covering new business and operational models, such as
Cloud and Digital Services

§  Updates are tested and validated by a large team

© 2013 TM Forum | 9
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Participants
§  Service Providers Champions:
q  q  q 

MTN Group Telecom Italia Wana Corporate

§  Suppliers:
q  q  q  q  q  q  q  q 

AssuringBusiness Atos cVidya Ericsson Huawei IBM rrmSolutions WeDo Technologies

© 2013 TM Forum | 10
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Working toward a solution
§  Sub-teams addressed and defined the key domains of the
RA maturity model (about 40 questions):
q  q  q  q 

Organization Process Technology Measurement

§  Metrics and parameters been set for each domain §  The Suppliers are providing complementary commercial
software and services to enable the new modeling process, and presenting its results

© 2013 TM Forum | 11
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RAMM vs. New RAMM
§  RAMM does not address latest RA best practices (Standard
KPIs, Risk Coverage, etc.) as they were not established when it was created
q 

New RAMM addresses that

§  RAMM lacked “measurement” and “governance” – today
these are key topics in RA
q 

New RAMM puts that in focus

§  RAMM dedicates a full dimension to Influence – reflecting a
major pain point of the past
q 

New RAMM considers Influence as an aspect within Organization

© 2013 TM Forum | 12
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Validation

§  The Service Providers Champions

completed the updated RA Maturity Model Questionnaire, as well as the existing model

§  The results from the existing and

updated model are presented and analyzed, using advanced commercial software provided by the Suppliers

© 2013 TM Forum | 13
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Maturity model sample worksheet

Weight Vendors  W Champions  W MTN TI Wana rrm cVidya AB Huawei Atos WeDo 9% 8% 9% 7% 10% 10% 8% 7% 6% 6% 9% 12%

Question How  are  RA  objectives  and   incentives  defined  and   communicated?

1.  Initial 2.  Repeatable   3.  Defined   4.  Managed 5.  Optimizing RA  has  no  defined   RA's  objectives  vary  according   RA  objectives  are  defined  by  its   RA  objectives  are  defined  by  RA   The  RA  department  has  clear  and  defined   objectives to  the  priorities  of  its  direct   direct  management  and  are  only   management  and  understood  by  c-­‐level,  but   objectives  and  incentives,  by  c-­‐level  board,   management,  and  are  not   communicated  within  the  RA   don't  necessarily  relate  to  the  overall   relating  to  overall  business  objectives  which   communicated.  There  are  no   unit,  but  no  incentives  are   strategy  of  the  organization.  Some   are  clearly  communicated  across  the   incentives  defined defined incentives  are  defined organization  (not  just  RA  department)

7%

6%

7%

6%

7% 9%

8% 7% 5% 5% 8%

7%

How  are  the  purpose  and   No  communication   No  communication  of  RA   RA  purpose  and  goals  are   RA  purpose  and  goals  are  communicated   The  purpose  and  policies  of  the  RA  Team  are   policies  of  the  RA  Team   of  RA  purpose  and   purpose  and  goals.  RA   communicated  to  the  rest  of  the   and  is  part  of  major  processes  and  but  not  in   widely  accepted  and  understood  by  the   communicated  and  integrated  in   goals.  RA  is  not  part   initiates  its  internal    audits   organization  but  not  integrated   daily  operational  activities  and  CRs business,  fully  integrated  into  the  daily   the  organization  processes  and   of  any  major   and  projects  that  are  later  on   in  any  major  processes  and  not   routine  of  operational  teams  and  included  in   operations? process presented  in  a  dashboard well  understood   the  company’s  induction  program.

9%

8%

9%

11% 7% 10%

7% 7% 6% 6% 8%

11%

How  will  the  RA  activity  be   No  RA  unit.  RA   No  RA  unit.  RA  activity  is   Dedicated  RA  unit.  But   organized  within  the  company? activity  is   spread  within  multiple   subordinate  within  another   performed  as  a   departments  as  a  sideline   business  function sideline  activity   activity  with  no  central   within  a  financial  or   ownership IT  department

Dedicated  RA  unit  but  not  reporting  to  C   There  will  be  a  dedicated  team  responsible   level,  hence  not  prioritized  within  the   for  Revenue  Assurance  reporting  to  C  level   organization  and  not  fully  cross  functional with  clearly  defined  and  communicated  goals   with  a  sphere  of  operation  across  all  the   company's  departments  and  activities

© 2013 TM Forum | 14
V2013.3

Maturity Model Sample Tool

© 2013 TM Forum | 15
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Benefits
§  Keeping the Revenue Assurance Maturity Model (GB-941-B)
updated and usable

§  Covering the latest advancements in RA and CSP’s Cloud
and Digital Services

§  Aligning GB-941-B with new measuring and methodologies
found in GB-941 A, E & F

§  Enabling CSPs using the model to measure, assess, and
improve their RA operations, and overall business efficiency

© 2013 TM Forum | 16
V2013.3

What the industry is saying..

Daniela Giacomantonio, Revenue Assurance Manager for Telecom Italia

V2013.3


© 2013 TM Forum | 17

The updated RA Maturity model will help us to better monitor and improve the level of effectiveness and efficiency in our revenue assurance operations.

What the industry is saying..

Youssef Skalli, Revenue Assurance Manager, inwi (Wana Corporate)

V2013.3


© 2013 TM Forum | 18

Participating in the RA Maturity Catalyst project is a unique opportunity to improve our efficiency, share best practices, and be prepared for the new challenges the industry will be facing in the near future.

Timeline
§  The initial updated RA maturity model DRAFT is presented
in MW Nice 2013

§  Feedback and inputs are collected from the

community for further revisions and enhancements

§  The completed model will be presented as a

follow-up Catalyst in MW Americas, San Jose, California, October 28-31, 2013

© 2013 TM Forum | 19
V2013.3

Phase 1 Results and Summary
§  Initial model successfully presented in MW Nice, and received

very positive and valuable feedbacks from the TM Forum community and RA practitioners visiting the stand, seeing the demonstrations and the presentation §  The Catalyst team is analyzing the feedbacks and updating the model accordingly §  When ready, the suggested updated model will be shared with the RA community for comments and feedbacks §  A near final model is planed to be presented and demonstrated as Phase 2, during MW Americas in San Jose California, October 29-31, 2013 §  The team for Phase 2 is growing and currently consists of 6 Champions and 8 Suppliers, and new members can still join the team until mid July.

© 2013 TM Forum | 20
V2013.3

Thank You!
Visit our project webpage:
http://www.tmforum.org/ManagementWorld-2013/RevenueAssuranceMaturity/ 14704/home.html

© 2013 TM Forum | 21
V2013.3

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